customer support
virtual assistant
customer support
saas

Posted
16 days ago

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SCRIPT: Found the US keyword

This is a full-time role. As ConvertFlow's Customer Onboarding Specialist, you'll help ConvertFlow and its customers succeed through the following...

Improve user activation and feature adoption:

Help our users accomplish their goals with ConvertFlow. We use Intercom to answer questions, provide guidance, and collect feedback via live chat and email.

Organize customer feedback for the team and champion the customer's voice. We take this extremely seriously and rely on the customer feedback-loop to shape product direction and roadmap.

Create product guides, documentation and video tutorials (like this one) that educate people about features and what they can do to get more out of ConvertFlow.

Host public & private demos, webinars, and training with leads and customers periodically.

Help our team understand how releases of new features went, how they were adopted by users and how to potentially improve future releases.

Create and continuously update our knowledge base, so self-servicing customers can figure out how to achieve outcomes on their own.

Design a system for measuring customer health and process for engaging new users to ensure they get value and see “success” with ConvertFlow.

Improve user retention and reduce customer churn/cancellation rate:

Help customers with technical integrations and troubleshooting to quickly identify the source of customer issues.

Proactively reach out to high-value customers. You'll regularly connect with multiple points-of-contact at their company to identify their goals, advise them on more effective product usage, solicit feedback, and align them with future goals.

Reach out to “likely to cancel” customers to help them get value from ConvertFlow.